Windows 11 24H2 + Intel Iris Xe not detecting second monitor

[PaoB]

Hi. I have an HP Laptop with a Windows 11 24H2 OS. It's not detecting that I have a second monitor.

It's connected via HDMI cables directly. The monitor and laptop only has one port. I have already tried the monitor and cable with another laptop and it connects just fine.

I have tried updating the OS and Drivers but it still didn't work. 

I would really appreciate it someone reaches out to me about this. Thank you very much!

[LeonWaksman]

In order to get better information about your system, please download the Intel System Support Utility (SSU). Run the SSU scan (check "Everything") and save the results. The .txt file with the results please attach to your post.

Leon

[PaoB]

Thank you for responding. This is what you have requested.

[LeonWaksman]

This is the Download Page for your laptop drivers.  First download and install the Chipset Driver. Next download and install the Intel Management Engine Interface Driver.  Then Reboot your laptop. 

After reboot, download and install the Intel High-Definition (HD) Graphics Driver for 12th/13th generation CPU. Check the functionality after reboot.

You may download all other drivers from the HP Download Page or you may use the "Detect my software and drivers" utility on this page.

Leon

[PaoB]

Thank you.

I'm not sure if it did anything but I downloaded and followed your instructions. Are you able to see if it was successfully installed in my laptop?

I tried the second monitor but it is still not being detected.

[LeonWaksman]

Ho @PaoB 

Both SSU reports (the one attached to the last post and the other attached to your previous post), are identical.  Can't see any change in your system. 

The Graphics Driver from HP is version 32.0.101.5542 , dated Sep 6, 2024 while the driver installed in your system is version 31.0.101.5186, dated Jan 18, 2024.

Did you tried to use the "Detect my software and drivers" utility on the HP Download page?  On the Download page, select the Operating  System Version - Windows 11 version 24H2 (64 bit) that click on "Submit".  Now, click on "Detect my software and drivers".

Leon

[PaoB]

Yes, @LeonWaksman . It said that everything is up-to-date.

[RobbieR_Intel]

Hello PaoB,

Thank you for reaching out and sharing the details of the issue. I understand how frustrating this might be.

To further assist you, kindly answer the following questions:

• Have you tried performing a Clean Installation of the OEM-provided graphics driver?
• Since the laptop and monitor each have one port, may I know if you are using a docking station, adapter or converter in your setup? What is the make and model of it?
• Can you confirm if the laptop recognizes any connection in Display Settings or Device Manager when the monitor is connected?
• Was this working before before the Windows update?

I look forward to your response! 

Best Regards,

Robbie R.

Intel Customer Support Technician

[RobbieR_Intel]

Hello PaoB,

I wanted to check if you had the chance to review the questions I posted. Please let me know at your earliest convenience so that we can determine the best course of action to resolve this matter.

Best regards,

Robbie R.

Intel Customer Support Technician

[PaoB · Accepted solution]

Hi Robbie R.,

Sorry for the delayed response. A tech from the manufacturer came out to fix the issue. It turns out there was a problem with the hardware, and they had it replaced.

Thank you so much for your assistance and for following up on the issue.

[RobbieR_Intel]

Hello PaoB,

Thank you for your response. I'm glad that the issue has been resolved. Since the issue is now fixed, I will now close this inquiry. If you need further assistance, please post a new question as this thread will no longer be monitored.

Best Regards,

Robbie R.

Intel Customer Support Technician